Kick Start Your Customer Service Career with Aviva
Complaints Handler - Starting salary between (£25,100 - £28,686 depending on hours, location, skills and experience)
This role can be based in Maxim Park/Perth/Norwich
A bit about the job
This role exists to help our customers feel heard, supported, and treated fairly when things go wrong. You'll join our Complaints Team, managing customer complaints and enquiries across brands including Aviva Direct, Aviva Online, Quote Me Happy and partner policies. Working by phone and email, you'll see cases through from start to finish, making clear decisions and bringing complaints to a fair resolution. You'll also help identify what's driving complaints and play your part in improving how we do things. Ultimately, you'll help protect trust in Aviva by putting care at the heart of every outcome.
Skills and experience we're looking for
Essential
* A strong focus on doing the right thing for every customer
* Confidence making decisions and knowing when to escalate concerns
* Clear, empathetic communication skills
* The ability to manage your own workload and priorities
* Curiosity and a willingness to learn from feedback and complaints
Nice to have
* Experience handling customer complaints or complex customer queries
* An interest in improving processes and preventing future issues
Key responsibilities
* Own complaints from first contact through to resolution
* Balance live phone demand with managing an allocated caseload
* Work independently while staying closely connected to your team
* Support colleagues by sharing insight and learning from complaints
* Identify root causes and help improve customer and business outcomes
Working hours
Our opening hours are 8am-6pm Monday to Friday
Opportunities are available on a full-time or part-time basis.
What you'll get for this role
Our purpose - with you today, for a better tomorrow - is a promise we make to our colleagues too. And one of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an Aviva colleague.
* Starting salary between (£25,100 - £28,686 depending on hours, skills and experience) plus additional benefits.
* Bonus opportunity - 6% of annual salary Actual amount depends on your performance and Aviva's.
* Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
* 25 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
* Aviva-funded Private Medical Benefit to help you get expert support when you need it
* Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts
* Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme
* Brilliantly supportive policies including parental and carer's leave
* Flexible benefits to suit you, including sustainability options such as cycle to work
* Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others
* We take your wellbeing seriously with lots of support and tools
Please note this job role is not sponsorable under the Home Office points based system.
Aviva is for everyone
We're inclusive and welcome everyone - we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don't, we would still encourage you to apply. We also consider all forms of flexible working, including part time and job shares.
We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working - spending at least 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.
We'd love it if you could submit your application online. If you require an alternative method of applying, or if you have any queries in relation to the vacancy, please give Dalma Kovacs send an email to dalma.kovacs@aviva.com